Basic Itis

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ITIL: Key Concepts and Summary

Last updated on June 14, 2016Priyadharshini GS

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The ITIL In!or"ation Te#hno$o%y In!rastru#ture Li&rary' has &e#o"e the de facto standard in IT Ser(i#e

)ana%e"ent* ITIL he$ps or%ani+ations a#ross industries o!!er their ser(i#es in a ua$ity-dri(en and e#ono"i#a$ way*

The !ra"ewor./s "ost re#ent (ersion, pu&$ished in 2011, is on$y a pro%ressi(e update that !urther re!ines an eistin%&ody o! IT Ser(i#e &est pra#ti#es*

hether you/re a$ready on your #erti!i#ation ourney or are ust resear#hin% the !ie$d o! IT

Ser(i#e, &e!ore #o""en#in% !u$$-!$ed%edpreparation !or the ITIL ea"s, it3s he$p!u$ to $earn the&asi# #on#epts and ter"s o! ITIL that wi$$ he$p you %ain !a"i$iarity with the #ore #o"ponents o!

the ea"*

Some Basics IT Service Management Terminology & Key

Concepts

- Services: It is a "eans o! de$i(erin% (a$ue to #usto"ers without reuirin% the #usto"er to own

spe#i!i# #osts and ris.s*

- Service Management: It is a set o! spe#ia$i+ed #apa&i$ities !or de$i(erin% (a$ue to #usto"ers inthe !or" o! ser(i#es*

- Service Assets: Ser(i#e ssets or assets re!er to the resour#es/ and #apa&i$ities/ whi#h a

Ser(i#e Pro(ider "ust a$$o#ate in order to o!!er a ser(i#e*

- Value !tility and "arranty:The (a$ue o! a ser(i#e #onsists o! two #o"ponents uti$ity and
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warranty* Ser(i#es "ust o!!er &oth uti$ity and warranty in order to ha(e (a$ue* ti$ity, a$so #a$$ed

!itness !or purpose/, re!ers to the a&i$ity o! the ser(i#e to re"o(e #onstraints or in#rease the

per!or"an#e o! the #usto"er* arranty, a$so #a$$ed !itness !or use/ is the a&i$ity o! the ser(i#e tooperate re$ia&$y*

- #rocesses: Pro#esses are stru#tured sets o! a#ti(ities desi%ned to a#hie(e a spe#i!i# o&e#ti(e*

The !our &asi# #hara#teristi#s o! pro#esses area* They trans!or" inputs into outputs

&* They de$i(er resu$ts to a spe#i!i# #usto"er or sta.eho$der

#* They are "easura&$ed* They are tri%%ered &y spe#i!i# e(ents

- $unctions: 8un#tions are se$!-#ontained su&sets o! an or%ani+ation intended to a##o"p$ish

spe#i!i# tas.s* They usua$$y ta.e the !or" o! a tea" or %roup o! peop$e and the too$s they use*

- %oles: 9o$es are de!ined #o$$e#tions o! spe#i!i# responsi&i$ities and pri(i$e%es* 9o$es "ay &e

he$d &y indi(idua$s or tea"s*

- %esources: 9esour#es are the raw "ateria$s whi#h #ontri&ute to a ser(i#e, su#h as "oney,

euip"ent, ti"e, sta!! et#*- Capailities: :apa&i$ities are the spe#ia$i+ed s.i$$s or a&i$ities an or%ani+ation app$ies to

resour#es in order to #reate (a$ue*

T'e ITIL Service Li(ecycle

The entire !ra"ewor. o! ITIL is di(ided into !i(e &road #o"ponents;#ate%ories

- ITIL Ser(i#e Strate%y- ITIL Ser(i#e


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Still unsure about beginning your certification journey in ITIL? Heres aninteresting readto tellyou why!

Loo.in% !or "ore in!or"ation on the ITIL 8oundation ea"> This (ideo wi$$ te$$ you a$$ you

need to .now*

ITIL Key Concepts: #rocesses $unctions

The !i(e &road #o"ponents o! the ITIL Ser(i#e Li!e#y#$e #o(er (arious other su&-

#ate%ories;aspe#ts, in#$udin%


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"eant to #o(er a$$ areas o! ITS) IT Ser(i#e )ana%e"ent'*

?a#h o! the su&-#ate%ories;aspe#ts o! the !i(e #o"ponents o! the ITIL !ra"ewor. "ay &e$a&e$$ed either as a Pro#ess/ or as a 8un#tion/*

@ere/s a dia%ra" that &etter ep$ains the su&-#ate%ories;aspe#ts o! the !i(e &roader #o"ponents,#$assi!yin% the" as either a pro#ess or as a !un#tion*


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Aow on to the !i(e #ore #o"ponents o! ITIL*

ITIL Core Component: Service Strategy

The purpose o! Ser(i#e Strate%y is to pro(ide a strate%y !or the ser(i#e $i!e#y#$e* The strate%y

shou$d &e in syn# with the #usto"er/s &usiness o&e#ti(es as we$$ as to "ana%e ser(i#es, and

therein $ies its s#ope* The o&e#ti(e o! Ser(i#e Strate%y is, there!ore, to pro(ide a de!inition o!


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strate%y and %o(ernan#e #ontro$*

The uti$ity and warranty o! this #o"ponent are desi%ned to ensure that the ser(i#e is !it !orpurpose and !it !or use, respe#ti(e$y* ?nsurin% this is i"portant as these two #o"ponents are

what add (a$ue in the de$i(ery o! ser(i#es to #usto"ers*

Service Strategy #rocess

The Ser(i#e Strate%y pro#ess is #on#erned with the de(e$op"ent o! ser(i#e #on#epts inpreparation !or the se$e#tion o! ser(i#es to &e pro(ided*

Service #ort(olio Management #rocess:

The Service #ort(oliois the entire set o! ser(i#es under "ana%e"ent &y a Ser(i#e Pro(ider* It#onsists o! three "aor parts Service #ipeline Service Catalogand %etired Services*

The Ser(i#e Port!o$io )ana%e"ent pro#ess is #on#erned with "ana%e"ent o! ser(i#es that

#on#ern in!or"ation in the Ser(i#e Port!o$io* Ser(i#e Port!o$io )ana%e"ent or%ani+es the

pro#ess &y whi#h ser(i#es are identi!ied, des#ri&ed, e(a$uated, se$e#ted, and #hartered*

)emand Management #rocess:

The


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C* Produ#ts B Te#hno$o%y and other in!rastru#ture reuired to support the ser(i#e

4* Partners B Third parties whi#h o!!er additiona$ support reuired to support the ser(i#e

Pro#esses under Ser(i#e


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The IT Ser(i#e :ontinuity )ana%e"ent pro#ess ITS:)' is ensures that the IT Ser(i#e

Pro(ider #an a$ways pro(ide the "ini"u", a%reed-upon $e(e$s o! ser(i#e* IT Ser(i#e

:ontinuity )ana%e"ent uses te#hniues su#h as Business Impact Analysis BIA.and

Management o( %is/ M*%'* ITS:) resu$ts in the produ#tion o! the IT Ser(i#e

:ontinuity P$an whi#h is an aspe#t o! the o(era$$ Business Continuity #lan*

IT Security Management

IT Se#urity )ana%e"ent !o#uses on prote#tion o! !i(e &asi# ua$ities o! in!or"ationassets

Con(identialityB ssuran#e that the asset is on$y a(ai$a&$e to appropriate parties

Integrity-- ssuran#e that the asset has not &een "odi!ied &y unauthori+ed parties

Availaility-- ssuran#e that the asset "ay &e uti$i+ed when reuired

Aut'enticity-- ssuran#e that the transa#tions and the identities o! parties to transa#tions

are %enuine 0on-%epudiation-- ssuran#e that transa#tions, on#e #o"p$eted, "ay not &e

re(ersed without appro(a$

Supplier Management

Supp$ier )ana%e"ent is the pro#ess #har%ed with o&tainin% (a$ue !or "oney !ro" third-

party supp$iers* Supp$ier )ana%e"ent p$ays a (ery si"i$ar ro$e to that o! Ser(i#e Le(e$

)ana%e"ent, &ut with respe#t to eterna$ supp$iers rather than interna$ supp$iers andinterna$;eterna$ #usto"ers* Supp$ier )ana%e"ent hand$es supp$ier e(a$uation, #ontra#t

ne%otiations, per!or"an#e re(iews, renewa$s and ter"inations*

ITIL Core Component: Service Transition

The o&e#ti(e o! the Ser(i#e Transition pro#ess is to &ui$d and dep$oy IT ser(i#es &y a$so "a.in%sure that #han%es to ser(i#es and Ser(i#e )ana%e"ent pro#esses are #arried out in a #oordinated

way*

In this phase o! the $i!e#y#$e, the desi%n is &ui$t, tested and "o(ed into produ#tion to ena&$e the

&usiness #usto"er a#hie(e the desired (a$ue* This phase addresses "ana%in% #han%es

#ontro$$in% the assets and #on!i%uration ite"s the under$yin% #o"ponents su#h as hardware,so!tware, et#*' asso#iated with the new and #han%ed syste"s, ser(i#e (a$idation, and testin% and

transition p$annin% to ensure that users, support personne$ and the produ#tion en(iron"ent

ha(e &een prepared !or the re$ease to produ#tion*

C'ange Management

The o&e#ti(e o! this pro#ess a#ti(ity is to #ontro$ the $i!e#y#$e o! a$$ the #han%es* Thepri"ary o&e#ti(e o! :han%e )ana%e"ent is to ena&$e &ene!i#ia$ #han%es to &e "ade with

"ini"u" disruption to IT ser(i#es*
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C'ange 1valuation

The o&e#ti(e o! the #han%e e(a$uation pro#ess is to assess "aor #han%es, $i.e the

introdu#tion o! a new ser(i#e or a su&stantia$ #han%e to an eistin% ser(i#e, &e!ore those#han%es are a$$owed to pro#eed to the net phase in their $i!e#y#$e*

#ro2ect Management Transition #lanning and Support.

This pro#ess is ai"ed at p$annin% and #oordinatin% use o! resour#es to dep$oy a "aor

re$ease within the predi#ted #ost, ti"e and ua$ity esti"ates*

Application )evelopment

This "a.es a(ai$a&$e the app$i#ations and syste"s whi#h pro(ide the reuired

!un#tiona$ity o! IT ser(i#es* This pro#ess in#$udes the de(e$op"ent and "aintenan#e o!

#usto" app$i#ations as we$$ as the #usto"i+ation o! produ#ts !ro" so!tware (endors*

%elease and )eployment Management

The o&e#ti(e o! this pro#ess is to p$an, s#hedu$e and #ontro$ the "o(e"ent o! re$eases to

test and $i(e en(iron"ents* The pri"ary %oa$ o! this "ana%e"ent a#ti(ity is to ensure that

the inte%rity o! the $i(e en(iron"ent is prote#ted and that the #orre#t #o"ponents arere$eased*

Service Validation and Testing

This ensures that dep$oyed 9e$eases and the resu$tin% ser(i#es "eet #usto"er epe#tations,

and to (eri!y that IT operations is a&$e to support the new ser(i#e*

Service Asset and Con(iguration Management

The o&e#ti(e is to "aintain in!or"ation a&out :on!i%uration Ite"s reuired to de$i(er an

IT ser(i#e, in#$udin% their re$ationships*

Kno3ledge Management

The o&e#ti(e is to %ather, ana$y+e, store and share .now$ed%e and in!or"ation within an

or%ani+ation* The pri"ary purpose o! Enow$ed%e )ana%e"ent is to i"pro(e e!!i#ien#y &y

redu#in% the need to redis#o(er .now$ed%e*

ITIL Core Component:Service *peration

1vent Management


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The o&e#ti(e is to "a.e sure :Is and ser(i#es are #onstant$y "onitored, and to !i$ter and

#ate%ori+e ?(ents in order to de#ide on appropriate a#tions*

Incident Management

The o&e#ti(e is to "ana%e the $i!e#y#$e o! a$$ In#idents* The pri"ary o&e#ti(e o! In#ident)ana%e"ent is to return the IT ser(i#e to users as ui#.$y as possi&$e*

%e4uest $ul(ilment

The o&e#ti(e is to !u$!i$$ Ser(i#e 9euests, whi#h in "ost #ases are "inor :han%es e*%*

reuests to #han%e a password' or reuests !or in!or"ation*

Access Management

The o&e#ti(e is to %rant authori+ed users the ri%ht to use a ser(i#e, whi$e pre(entin%

a##ess to unauthori+ed users* The ##ess )ana%e"ent pro#esses essentia$$y ee#utepo$i#ies de!ined in In!or"ation Se#urity )ana%e"ent* ##ess )ana%e"ent is so"ethin%

a$so re!erred to as 9i%hts )ana%e"ent or Identity )ana%e"ent*

#rolem Management

The pro#ess o&e#ti(e is to "ana%e the $i!e#y#$e o! a$$ Pro&$e"s* The pri"ary o&e#ti(es o!

Pro&$e" )ana%e"ent are to pre(ent In#idents !ro" happenin%, and to "ini"i+e the

i"pa#t o! in#idents that #annot &e pre(ented* Proa#ti(e Pro&$e" )ana%e"ent ana$y+esIn#ident 9e#ords, and uses data #o$$e#ted &y other IT Ser(i#e )ana%e"ent pro#esses to

identi!y trends or si%ni!i#ant Pro&$e"s*

IT *perations Control

The o&e#ti(e is to "onitor and #ontro$ the IT ser(i#es and their under$yin% in!rastru#ture*The pro#ess o&e#ti(e o! IT =perations :ontro$ is to ee#ute day-to-day routine tas.s

re$ated to the operation o! in!rastru#ture #o"ponents and app$i#ations* This in#$udes o&

s#hedu$in%, &a#.up and restore a#ti(ities, print and output "ana%e"ent, and routine

"aintenan#e*

$acilities Management

The pro#ess o&e#ti(e is to "ana%e the physi#a$ en(iron"ent where the IT in!rastru#ture is$o#ated* 8a#i$ities )ana%e"ent in#$udes a$$ aspe#ts o! "ana%in% the physi#a$ en(iron"ent,

!or ea"p$e power and #oo$in%, &ui$din% a##ess "ana%e"ent, and en(iron"enta$"onitorin%*

Application Management


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pp$i#ation )ana%e"ent is responsi&$e !or "ana%in% app$i#ations throu%hout their

$i!e#y#$e*

Tec'nical Management

Te#hni#a$ )ana%e"ent pro(ides te#hni#a$ epertise and support !or "ana%e"ent o! the ITin!rastru#ture*

The o&e#ti(e o! this is to "a.e sure that IT ser(i#es are de$i(ered e!!e#ti(e$y ande!!i#ient$y* The Ser(i#e =peration pro#ess in#$udes !u$!i$$in% user reuests, reso$(in%

ser(i#e !ai$ures, !iin% pro&$e"s, as we$$ as #arryin% out routine operationa$ tas.s*

Ser(i#e operation de$i(ers the ser(i#e on an on%oin% &asis, o(erseein% the dai$y o(era$$

hea$th o! the ser(i#e* This in#$udes "ana%in% disruptions to ser(i#e throu%h rapid

restoration a!ter in#identsF deter"inin% the root #ause o! pro&$e"s and dete#tin% trends

asso#iated with re#urrin% issuesF hand$in% dai$y routine end-user reuestsF and "ana%in%

ser(i#e a##ess*

ITIL Core Component: Continual Service Improvement

CSI.

The o&e#ti(e o! this is to use "ethods !ro" ua$ity "ana%e"ent to $earn !ro" past su##esses

and !ai$ures* The :ontinua$ Ser(i#e I"pro(e"ent pro#ess ai"s to #ontinua$$y i"pro(e the

e!!e#ti(eness and e!!i#ien#y o! IT pro#esses and ser(i#es in $ine with the #on#ept o! #ontinua$i"pro(e"ent adopted in IS= 2000*

:SI o!!ers a "e#hanis" !or the IT or%ani+ation to "easure and i"pro(e ser(i#e $e(e$s, the

te#hno$o%y, e!!i#ien#y and e!!e#ti(eness o! pro#esses used in the o(era$$ "ana%e"ent o!ser(i#es*

Service %evie3

The o&e#ti(e o! Ser(i#e 9e(iew is to re(iew &usiness ser(i#es and in!rastru#ture ser(i#es

on a re%u$ar &asis* The ai" o! this pro#ess is to i"pro(e ser(i#e ua$ity where ne#essary,

and to identi!y "ore e#ono"i#a$ ways o! pro(idin% a ser(i#e where possi&$e*

#rocess 1valuation

The o&e#ti(e here is to e(a$uate pro#esses on a re%u$ar &asis* This in#$udes identi!yin%

areas where the tar%eted pro#ess "etri#s are not rea#hed, and ho$din% re%u$ar

&en#h"ar.in%, audits, "aturity assess"ents and re(iews*

CSI Initiatives


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The o&e#ti(e o! :SI initiati(es is to de!ine spe#i!i# initiati(es ai"ed at i"pro(in% ser(i#es

and pro#esses, &ased on the resu$ts o! ser(i#e re(iews and pro#ess e(a$uations* The

resu$tin% initiati(es are either interna$ initiati(es, pursued &y the ser(i#e pro(ider onhis;her own &eha$!, or initiati(es whi#h reuire the #usto"er/s #ooperation*

Monitoring o( CSI Initiatives

The o&e#ti(e is to (eri!y i! i"pro(e"ent initiati(es are pro#eedin% a##ordin% to p$an, and

to introdu#e #orre#ti(e "easures where ne#essary*

Basic Itis

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